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Inspection Summary


Overall summary & rating

Good

Updated 11 September 2018

The service is a domiciliary care agency which is a Caremark franchise. It provides personal care to people living in their own homes, flats and specialist housing. It provides a service to older adults and younger disabled adults. There were 96 people using the service at the time of this inspection.

This inspection took place on 12 July 2018. We gave two days’ notice to the provider to ensure someone was available to assist us with the inspection.

We last inspected the service in April 2016 and found the provider was meeting the fundamental standards. We rated the service ‘Good’ overall. At this inspection we found the service continued to be 'Good'. However, the provider had not always provided care in line with the Mental Capacity Act 2005 (MCA) so we rated the key question 'Is the service Effective?' 'Requires improvement'.

People felt safe with the staff who cared for them and the provider had systems in place to safeguard people from abuse and neglect. Staff received training in safeguarding and understood their responsibilities in relation to this.

Risks relating to people’s care were reduced as the provider assessed and managed risks.

Systems were in place to manage people’s medicines safely and the provider was improving the frequency of medicines audits to check people received their medicines safely.

There were enough staff deployed to care for people and staff were recruited through processes to check their suitability.

Staff received a suitable induction with regular training in topics relevant to their role. Staff received supervision with the line manager although this had been less frequent than planned due to senior staff changes. A programme of staff supervision was planned going forwards. The provider checked staff provided care to people in the best ways through spot checks and supported staff to improve where necessary. Staff felt well supported by the provider.

People received the support they required in relation to maintaining their health. People received food and drink of their choice and any support they required in relation to eating and drinking.

The provider assessed people’s care needs by meeting with them and their relatives to find out their needs and wishes. The provider also reviewed any professional reports in developing care plan for people.

People’s care plans contained sufficient detail to guide staff on people’s physical, mental, emotional and social needs and informed them of their personal history.

Staff were caring and developed good relationships with people. Staff knew the people they cared for. Staff treated people with dignity and respect and people’s privacy was maintained. People were supported to maintain their independence and people were involved in decisions about their care.

The provider investigated concerns and complaints and used them as part of improving the service.

The registered manager was on long-term leave and were soon to terminate their employment. A new manager had been recruited who would register with CQC. The service was led by two competent directors in the meantime. One director won several awards in the past year in relation to the way they led their business. Staff also understood their role and responsibilities.

The provider had systems in place to oversee the quality of service including audits and gathering feedback from people, relatives and staff. However, this system had not identified the issues we found relating to the MCA. The provider communicated openly with staff and external professionals.

Inspection areas

Safe

Good

Updated 11 September 2018

The service continued to be Good.

Effective

Requires improvement

Updated 11 September 2018

The service was not always effective. The provider did not always ensure people received care in line with the MCA.

Staff received training and supervision.

Staff supported people appropriately in relation to eating and drinking and their day to day healthcare needs.

People�s care needs were assessed by the provider.

Caring

Good

Updated 11 September 2018

The service continued to be Good.

Responsive

Good

Updated 11 September 2018

The service continued to be Good.

Well-led

Good

Updated 11 September 2018

The service continued to be Good.